ArvinMeritor taking service up a notch with improved customer care

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FLORENCE, Ky. — ArvinMeritor’s Commercial Vehicle Aftermarket (CVA) business has established an improved-service Customer Care Center at both its US and Canadian parts distribution centres, officials say.

The company launched its 5-Star Partner service last January, and the service includes a parts distribution system with high-fill rates and on-time delivery. The Customer Care Center is the latest element in its 5-Star Partner service.

“Based on our years of servicing and listening to our customers, we determined it was time to take our service level up a notch,” said Shelly Beneteau, senior manager of Customer Service at CVA. “Our goal is to achieve first-call resolution answering customers’ calls within 20 seconds, and if there’s follow-up or research required, resolution will occur within 24 hours.”

Officials say that by phoning the 800-number in Canada, customers will experience a simplified phone menu to three options: for pricing and availability or to place an order; to identify a part, or to receive technical help; and to access the Care Center for all other inquiries. All calls will be assigned a case number and followed by team members to closure, identifying areas in need of improvement. Canadian customers can call 800-387-3889.

Online information and order status will be updated hourly on XpresswayPlus.com, a unique Web site created solely for aftermarket customers.

“It’s important that our customers see true value in their supplier-partner,” said Todd Kindem, director of North American sales and marketing at CVA. “We understand our customers need and deserve quick and accurate answers, whether it’s through our Customer Care Center or our district sales managers. This enhancement announced today takes our service level up and enables us to continue to improve our services in the years ahead.”

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